Teams at Dutchie

Manage account health and the churn lifecycle within an Account Team pod: monitor renewal runway, identify and mitigate churn risk, coordinate cross-functionally, provide strategic guidance to customers, and meet pod-level KPIs (response time, engagement, net revenue retention).

Manage end-to-end ACH money movement for Pay by Bank: perform daily/periodic reconciliations, track transactions, resolve discrepancies, manage POA and bank documentation, support customers and banking partners, and identify automation/AI opportunities to optimize workflows.

Resolve escalated technical issues from frontline support for a SaaS product, provide direct customer solutions, and act as Voice of the Customer to Product and Engineering. Create documentation and troubleshooting resources, work with APIs/JSON/SQL/TCP-IP and issue trackers, and collaborate across teams to improve systems and reduce engineering load.